In our environment, there are many times we’ll have users that will email back and forth about an issue, realize it’s an IT issue, and then copy the helpdesk email address into their reply. This leaves us with tickets where ticket name might be helpful if the original email subject is related, but most of the descriptions are along the lines of, “I’ve copied IT so they can assist.” This leaves our support folks to go digging through the “Email” tab to try and find the original question. Is there a way we can get around this and just copy the full original email chain into the description or comments when the ticket is created from email?
Best answer by Kathryn Carter
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